IT Support Specialist - Desktop & Help Desk

IT Technical Support will provide computer and helpdesk related support by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the IT Manager. Specifically, this role is responsible for administration and internal support of the Company’s PCs, printers, servers, and related equipment to include end user support, license tracking, and PC maintenance, upgrades, and configurations. Over Goals:

• Maintain excellent internal and external customer service with timely responses, a sense of urgency, and conveying a consistent, competent message as part of overall IT team communication
• Maintain great people and business skills with effective communication in the IT department and between other departments
• Maintain relationships and communication with external business partners to drive IT initiatives
• Maintain a high level of professionalism and work as a team to build solid working relationships
• Maintain a culture of accountability with full awareness of technical needs, continually learning
• Follow all safety rules for department and entire facility.

Essential Responsibilities & Duties:

• Monitor and respond quickly and effectively to requests for helpdesk support and resolve problems to the end user’s satisfaction
• Monitor and process service requests based on first in-first out and priority
• Modify configurations, utilities, software default settings, etc. for local workstations
• Document internal procedures
• Assist with onboarding of new users, manage PC setup and configuration for new employees using established standards
• Ensure each workstation has a phone, computer, monitor, keyboard, mouse, and any other specialized equipment
• Install, test, and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software, and software licenses
• Report necessary issues to the IT Manager for escalation
• Assign users and computers with proper access to file directories and programs
• Perform timely workstation hardware and software upgrades as required
• Other duties and projects as assigned

• High school diploma required
• Certification, Continuing Education, Associates or Bachelor’s degree in Information Systems or related field preferred; or appropriate mix of education and experience
• 2 years of relevant technical experience
• Working knowledge of Microsoft Office, email and other software, hardware, and peripheral systems